The Client Engagement & Success Lead is responsible for leading all client-facing communication and relationship management before and after each trip. This role serves as the first point of contact for prospective and confirmed travelers — managing the full lifecycle of engagement, from the initial inquiry to post-trip feedback.
Reporting directly to the CEO, this person ensures that every client feels supported, informed, and valued throughout their experience with The World Within Us. The Client Engagement & Success Lead oversees The World Within Us (TWWU) mailbox, coordinates client calls, manages follow-ups, and ensures all client communications are timely, professional, and aligned with TWWU’s mission and voice.
Key Responsibilities
Client Communication & Engagement
• Serve as the primary point of contact for all client inquiries through The World Within Us mailbox and other communication channels.
• Respond promptly to emails and messages with professionalism, warmth, and accuracy.
• Schedule and coordinate calls between clients, the CEO, and other team members as needed.
• Maintain an organized and prioritized inbox system, ensuring timely follow-ups and clear categorization of inquiries.
• Draft and send client communications, confirmations, and updates using TWWU’s brand tone and templates.
• Track all client interactions and maintain up-to-date communication logs for transparency.
Client Journey Coordination
• Guide clients through the pre-trip process, ensuring smooth transitions between inquiry, booking, and planning phases.
• Collaborate with the Journey Proposal Lead and Travel Strategy & Operations Lead to confirm trip details and ensure all client questions are addressed prior to handoff.
• Ensure accurate and timely transfer of client information to the Journey Manager before trip departure.
• Initiate group chats connecting clients with their Journey Manager and on-the-ground guide prior to travel, ensuring all parties are properly introduced.
• Communicate urgent updates — such as itinerary or accommodation changes — to clients in coordination with the Journey Manager and internal teams.
• After the trip, send personalized follow-up emails thanking clients, gathering feedback, and scheduling post-trip reflection calls.
• Coordinate post-trip feedback calls between the client and CEO to collect insights, testimonials, and improvement opportunities.
• Track client satisfaction and identify opportunities to improve engagement and communication workflows.
Tools & Systems
• Hubspot / Gmail / TWWU Mailbox – Client communication and management
• Google Calendar & Suite – Scheduling, documentation, and collaboration
• Monday.com – Workflow and task management
• Canva – Client-facing materials and branded visuals
Qualifications
• 3+ years of experience in client communications, customer success, or executive support (travel or hospitality industry preferred).
• Exceptional written and verbal communication skills with strong emotional intelligence and attention to tone.
• Highly organized and capable of managing multiple inquiries and schedules simultaneously.
• Experience managing inboxes, calendars, and client correspondence for leadership or client-facing teams.
• Proactive, dependable, and calm under pressure with a solutions-oriented mindset.
• Strong technical proficiency in communication, scheduling, and collaboration tools.
• Passion for sustainable travel, cultural exchange, and meaningful client experiences.
Time Commitment:
Part-time (approximately 10–15 hours per week) with potential for growth as the company expands.
• Flexible schedule with required availability between 11 AM – 2 PM EST.
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